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Customer: Belfry

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Website: belfrysoftware.com

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Solution: Staffing

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Transcript edited for clarity:

Meet Jordan from Belfry

My name is Jordan Wallach. I'm the co-founder and CEO of Belfry. We are the complete operations platform for security guard services businesses. So helping them do everything from scheduling to time and attendance, managing their field operations, paying their employees, billing their customers, and more.

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What Does Your Hireframer Do?

We started engaging Hireframe when we were building out our implementation team within our customer experience team overall. And one thing that we found to be a consistent gap in what our customers received was just hands-on data support during the beginning of the implementation process.  We engaged Hireframe through a referral initially from another company in the incubator network that we're a part of. And we found Ralph. 

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Ralph has been extraordinary in this role. He's been a real leader on our team. His day-to-day responsibilities include being a real partner to our new customers when they're first getting on board with Belfry. So taking a lot of the data from their previous providers, cleaning that data and uploading that into the Belfry platform so that the first minute they open up their new Belfry account, it's pre-populated with all their own information and they can have a great experience just focusing on learning.

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Ralph has also just taken on more and more responsibilities on the team over the last year and a half. So what might've started as a quite defined role with some of those implementation support roles has expanded more and more into supporting the other team members and whatever they might need during an implementation. It could be answering support tickets and getting really specific and deep into our product and understanding our customers' workflows, their pains, and ultimately even interfacing with other team members.

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What was Work Like Before Hireframe?

Before we had Ralph, myself, a lot of the implementation managers were doing a ton of the data manipulation, a ton of the data work themselves. And that time was stacking up over the course of their weeks, which prevented them from spending more and more time with our clients.

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Onboarding Ralph onto the team, taking off those responsibilities from our implementation managers, but also having him, he's quite a specialist in what he does. As a result, that frees up our implementation manager's time and also ensures that a lot of that work up front is done well and done with the utmost quality.

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What was the Hiring Process Like?

When we were hiring Ralph, we had the same bar for talent as we do for any of our other team members across the business. And working with an agency that was one hesitation initially was, could they bring talent that was at the same bar that we hold ourselves to internally?

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And without question, at the beginning, there were multiple candidates presented to us with a pretty clear rubric of what success meant. And it was nice being supported by a project manager throughout that process that also understood the role that we were hiring for and some of the core capabilities and skills that were needed to do well and to be successful in that role. Overall, we definitely found a really core Belfry team member and Ralph as a part of that process. And Hireframe did an awesome job bringing us candidates that really fit the bill.

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One of Our Own

Our team members just consider Ralph one of our own. He's part of the team. He's in our daily stand-ups. He's on our huddles. We have a thing where we give tacos to our team members, a little bit of kudos in our Slack channels, to just reward our team members for doing a job well done. Ralph is always one of the top taco getters on the CX team. Yeah, he's been a joy to work with. He's always asking for more, taking on more and more, even beyond his day-to-day. And he's a beast, to use one word that I've heard from our team.